V2 Rubric Detail — bfd9b9a8-6aa1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 23:10
Duration
12m 25s
Contact
Jonpaul Guinn
Issue Type
Password/Login
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133846
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100 v2_Child node lost connection to network

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall30.6% (-27.4)

V2 Grader Summary

The agent correctly identified the LED state and parent-node requirement for recovery but failed to provide any actual troubleshooting. Instead of offering best-effort support, the agent defaulted to paid service, ignored the login loop issue, and created unnecessary customer effort. The case shows a clear lack of ownership despite the problem being within L1 scope.

V1 Case Analysis

Customer locked out of admin UI (myrouter.local) after password reset attempt on child node. Agent confirmed recovery key must be used on parent node but did not guide through reset procedure. Offered $15 paid support or emailed video tutorial. Issue unresolved; self-help path provided.

Troubleshooting Steps
  • Collected device model (LN1100 V2) and serial number
  • Confirmed recovery key must be used on parent node
  • Offered paid-support session or emailed video tutorial
Key Observations
  • Agent correctly identified that recovery key must be used on parent node (per KB guidance)
  • Failed to verify WAN connectivity, reboot sequence, or confirm parent node usage before offering paid support
  • Long silences and lack of empathy; customer frustration not acknowledged
  • Serial number initially misheard but corrected to '6TC20M25E092982'
Positive Highlights
  • Correctly stated recovery key must be used on parent node (not child node) per KB
  • Collected complete customer information (name, email, model, serial, case number)
  • Offered self-help alternative (video tutorial) instead of solely pushing paid support
  • Provided correct case number (LTS-00133846) and clear follow-up path
Agent Errors / Gaps
  • Did not guide customer through step-by-step password reset verification (reboot parent node, check WAN connectivity)
  • Prematurely offered paid support without exhausting free troubleshooting steps
  • Did not confirm whether login loop was due to browser cache/device issue (e.g., suggest incognito mode)
  • Did not verify child node was in setup mode (solid blue) or already paired

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the login loop or node connection issue; offered paid support and a video link as the only paths forward.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent identified the solid blue LED as setup mode and confirmed the need to add the node, but did not guide through reset or pairing steps or test WAN/internet status.
R3 Not Met Correct resolution path conf 90%
Agent defaulted to paid support without attempting best-effort troubleshooting (e.g., factory reset, 5-press pairing, recovery key process), violating OOW support standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized symptoms (login loop, node not connecting) and LED meaning, but skipped root-cause diagnostics like checking internet connectivity or prior reset attempts.
T2 Not Met Appropriate tools / resources used conf 90%
No tools were used (e.g., remote session, admin UI verification, modem test) despite the issue requiring access to the router interface.
T3 Met No misinformation conf 95%
Agent correctly stated that solid blue on LN1100 v2 means setup mode and that recovery key must be from the parent node.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked structure; agent did not set expectations, allowed long silences, and failed to maintain control or transition clearly.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but failed to adapt to customer frustration or confirm understanding after complex steps like password reset.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility to paid support instead of owning the case, even though basic troubleshooting was possible.
O2 Not Met Proactive follow-through conf 90%
Agent promised an email 'in 5–10 minutes' but gave no follow-up commitment or timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation occurred, and the issue was within L1 scope (node pairing, login loop); escalation was not warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution of escalation is not applicable.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent did not acknowledge customer frustration, repeated attempts, or stress from being locked out; remained transactional.
X2 Not Met Tone & rapport conf 90%
Agent continued with data collection despite customer confusion and silences, failing to adjust pace or tone.
X3 Not Met Overall experience conf 95%
Agent asked for serial numbers, name, and contact info multiple times without using them to reduce steps or advance resolution.
Call Transcript26 turns · 26 lines
Speaker 1
Yeah, I'm having trouble with a node on my MESH system and getting it to connect.
00:00
Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Carla, how may help you? Okay, is that one of the node here or all the node that are unable to connect?
00:00
Speaker 1
the nodes and now I was working on the AI assistant and I'm also unable to log in and see like the network map or anything I'm locked out of that [silence] this is the first time. [silence] it's sure. [silence] it's an LN 1100 V2. [silence] 1100 V2 on the LN 1100 version two. [silence] do you want the serial number of the main router? Okay. [silence] I have two. [silence] serial number is 6T
01:00
Speaker 2
Okay. So before we continue, sir, let me just create a record for this. So we go to links, it's before. Or this is the first time. Can you have the model number and serial number of your links as rather or your links node. 110 0. Okay. Oh, okay. Re. And how about your serial number. Um, yes. And how many nodes do you have, sir? Okay.
01:00
Speaker 1
0, C2, 0M, 2, 5, E, 0, 92982. yeah, that's the router. that's the main router. Yeah, let me go check. Not in this area. Spectrum? Okay. Um, the light on
02:00
Speaker 2
All right. Same model number, LN 1100? Yes, okay. All right, how about the other node? Is it the same model number? And who's your internet provider, sir? Uh huh, uh huh. And what's the lights, um, on the parent node? Uh huh.
02:00
Speaker 1
[silence] solid solid blue solid white The model number is [silence] LN1200 V2 [silence] and serial number is 60 D M 20 M 25 E [silence]
03:00
Speaker 2
On the Parental nurture, the one that's directly connected to the Spectra. It's white, okay, how about on the second node? What's the color of the light? Hello? Okay, what's the serial number and the model number? Okay.
03:00
Speaker 1
it's all one word.
04:00
Speaker 2
Okay, three teeth, right? Okay. All right, can I have also, your phone number, sir? Uh-huh. Uh-huh. How about your first name and last name? Okay, um, first name is John, Paul, one word, right? Okay, it is J-O-N-P-A-U-L. Okay. Okay, and last name is G-E-N-O-N-N. And have an email address.
04:00
Speaker 1
It's my first name, dot last name, J-O-N-P-A-U-L dot G-U-I-N-N-N at gmail dot com. That's correct. That's correct, yes. Mm-hmm. Mm-hmm.
05:00
Speaker 2
[silence] Okay. [silence] uh-huh. First name and last name at gmail.com. All right. Okay. Let me try. So, then [silence] so again, the light on the child right now is color blue. Right? Okay. So if it is blue, sir, um, then the node is in a setup mode. It's not set up yet.
05:00
Speaker 1
Okay. Right. Yes, um, I'm having trouble doing that. [silence] Okay.
06:00
Speaker 2
So you need to add this node back to the network, since it, it probably got reset and disconnected from the network, okay?
06:00
Speaker 1
I've already done that. I've already, I've already done the A.I. thing. I'm, I'm locked out of the, I'm locked out of the, the, um the website, the Linksys Smart Wi-Fi website with the the admin tool. I can't log into there. It sent me in a log in loop. Whether I'm out of warranty or not. I don't think I should get charged for support for that. Um, I accessed it by going to what the AI tool sent me to, the myrouter.local. Yes. And then I entered the admin password correctly. Um, and then it just looped back to the same page. So I tried to reset the password and when I tried to,
07:00
Speaker 2
our website in that is support. Linksys. com. our second option Yes. How did you access the page of the router? Yes.
07:00
Speaker 1
reset the password, it said, you need to contact support for help. Yeah, I used the recovery key at the bottom of one of the nodes, because it said to use, you know, the ones on the nodes. Okay, um, it says, the account holder will be notified this admin password has been reset. I don't have any option to, let me try something real quick and see if I can do it again.
08:00
Speaker 2
OK, because if you reset the password, sure, when you try to access the user interface of the router, did you use the recovery key at the bottom of the router? Now, it should be the parent node, sir. You cannot use the child node, because the settings that you're trying to access is the parent node.
08:00
Speaker 1
Okay, let me try entering my password. Now, Nope, it just it doesn't even tell me that it's not working. When it says access V, I enter the pass the router password and then it just loops around and comes back to the same screen. That's it. Hello? Okay, so [silence] commence stocking. I think that. [silence] Look at that. [silence] Oh, Bamy, buddy, bro. That's funny. [silence] [Little Tomalucker sighs] Yeah. I didn't think about it. That's it. [silence] [Andy snores] [silence] [Little Riley chuckles] [silence] Dude, really? [silence] [Very Little Tomalucker sighs] that it takes me back to the same screen. That's it. [silence] [calm music ]
09:00
Speaker 2
Okay, because, yes, so far, once you do the reset and use the recovery key, that should let you change the router password.
09:00
Speaker 1
Do I need to reset it again? [silence] sure. [silence] right. [silence] okay. [silence] alright. [silence] okay. [silence] okay.
10:00
Speaker 2
Okay. It's up to you if you want to reset the router password. Sure. Okay. But here's the thing. Aside from accessing the router page to add this node, the child node, there's another way to add this one. Okay. And let me just continue with the options that we have for out of warranty device. Our second option, sir, is that's the one that's our paid connect service, a one-time non-refundable technical support that will last up to 60 minutes of troubleshooting. Okay? And that will only cost you $15. And if device will find out defective, there will be no refund or replacement. And there's no guarantee that we'll be able to fix the issue. Well, the third option is I can send you an email with a link to a video that you can follow on how to add your child node back to the network.
10:00
Speaker 1
Do I need to access this page? Because I can't access this page. It's not anything I'm doing wrong. It's just cycling back to the same page. [silence] Yeah. Okay, yeah, that's fine. Okay. [silence]
11:00
Speaker 2
There is another way, sir, no need to access the page of the router, another way to add the node, okay? That's the one that, uh, I probably can, um, I can, um, send it to you through your email the video link, okay, that you can follow. Okay? And in any case, you change your mind and after following the video still it did not work, you can give us a call, give this ticket number. Okay, and the ticket number is LTS-0 0 1 3 3 8 4 6. If you want to, uh, like, um, decided to avail the technical support after following our instructions, it still is, it there is a need for you to avail the technical support. Then it's important for you to call us so that we can further assist you.
11:00
Speaker 1
Okay. Okay, thank you. Thank you, bye bye.
12:00
Speaker 2
need for us to guide you, um, on how to, um, add this cell back to the network, okay? So, um, just give me like five minutes, 10 minutes, sorry, to send you the email, okay? All right? You're welcome. So thank you for calling linksys. this is Carla. Bye for now. Goodbye.
12:00